After-Hours Dispatch
Definition
After-hours dispatch is the process of handling emergency service calls that come in outside normal business hours, typically evenings, weekends, and holidays.
What After-Hours Dispatch Means for Your Business
What it means
After-hours dispatch covers the nights and weekends when most of your competitors are asleep. It requires an on-call tech, a way to answer the phone, and a playbook for deciding what is a true emergency versus what can wait.
Why it matters
Emergency calls are some of the most profitable work you will ever run, often at 1.5x to 2x normal rates. They also turn into loyal customers because you showed up when no one else would.
How contractors use it
Some shops rotate on-call weeks between techs. Others outsource phone answering to a virtual receptionist service that screens calls, collects payment authorization, and dispatches only real emergencies.
Real-World Example
A plumbing company in Denver charges a $250 after-hours trip fee plus time and materials. One weekend flood call billed at $1,450 versus $850 for the same job during the week.
Related Terms
Dispatch
Dispatch is the process of assigning field technicians to service calls and routing them to customer locations in the most efficient order.
On-Call Technician
An on-call technician is a field service worker assigned to respond to emergency calls during evenings, weekends, or holidays on a rotating schedule.
Virtual Receptionist
A virtual receptionist is a live or smart automation service that answers customer calls on behalf of a field service business, books appointments, and dispatches emergencies.
Emergency Service
Emergency service is urgent repair work that cannot wait for normal scheduling, typically involving health, safety, or property damage risks.
Diagnostic Fee
A diagnostic fee is a flat charge a service company bills to come onsite, inspect the problem, and provide a repair quote.
Put This Into Practice with Free Software
Kaldr Tech handles after-hours dispatch and everything else you need to run your shop. $0/month, 3.5% + 30¢ per transaction.